Hot button issue: Improving accessibility in the Messenger
Blog post from Intercom
The Intercom team aimed to improve the accessibility of their Messenger's quick reply buttons, a seemingly small detail that could significantly impact users with disabilities. They wanted to achieve four goals: improve readability, ensure accessibility, personalize quick replies regardless of the chosen action color, and maintain hover state consistency. The new design addresses these requirements by introducing a light background instead of white, automatically adjusting text and background colors based on the selected action color's lightness, and ensuring that the hover state matches the active state. This resulted in significant improvements in accessibility, readability, and personalization, with only 2.1% of customers' messengers not meeting the desired accessibility ratio compared to 9.9% with the old design.
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